Service Description

Definitions
“Platform” means TWIPLA's web-based solution (with or without the visitor recording feature) based on a Software-as-a-Service (SaaS) model for customers around the world.
“Heatmaps” is the graphical representation of the visitor's journey on a single specific customer website, created by the visitor's scroll and mouse activity using the platform's heatmap feature.
“Session recordings” is the replay of the visitor journey on the Customer Website created by TWIPLA.
“Conversion funnel” is the ability to track visitor action paths on the Customer Website.
“Event Tracking” describes the ability to track and graphically display certain events on a website.
“Polls” describes the ability to display certain questions with predefined answers for visitors within a customer's own website. Visitors can participate or not.
“Surveys” describes the possibility to display certain question catalogs for visitors on a separate URL. Visitors can participate or not.

1. Platform
   Our platform gives the client access to the platform and allows TWIPLA to collect information for the client via the platform about how visitors use the client's website. This information is analyzed through the platform and provided to the customer on a web-based platform with charts, graphs, maps and other forms of display. Customer may create multiple user accounts per Customer Website. The customer can export parts of the statistical data for free use by the customer itself. The platform is basically divided into the following main modules with contained information options. Basically, there is a platform-wide restriction of not being able to collect data across devices or websites. Several websites can be assigned to a customer account (by creating a new website by the customer account itself or by inviting a third party to another website). Within the platform it is possible to switch between customer websites and receive the corresponding data of the selected website.  Basically, the customer can create several user accounts per website free of charge and provide them with different access rights (editor or viewer).
    
   1. Main module “Web statistics”
      The module provides the customer - depending on the selected or set privacy mode in the website settings - with the following information or functions:
      • Landing pages of the visitors
      • Referrer
      • Operating systems used
      • Browsers used
      • Charts showing resolutions used
      • Number of visitors and page views per year, month, weekdays and hours
      • Ignore visits of visitor's employees for a specific web page
      • Ignore own visits for a specific web page
      • Visitor demographics (locations: cities, regions, countries)
      • Average sessions per visitor
      • Average pages visited per visitor session
      • Average session duration
      • Conversion behavior within the website
      • From which sources the website traffic is composed and how each visitor group behaves statistically
      • Competitive analysis (comparison of customer website with aggregated and anonymous statistics and figures of other customer websites in the same business area and/or country)
      • URL campaign statistics based on UTM parameters
         
   2. Main module “Visitor behavior”
      The module provides the customer - depending on the selected privacy mode in the website settings - with the following information or functions:
       
      1. Event Tracking
         The event tracking module describes the possibility to track certain events on a web page and display them graphically. Events can be clicking a button, hovering over an image, and so on. Events to be captured can be identified manually by creating a corresponding tag through the platform and adding it to a web page element. The platform automatically detects these events and visualizes their occurrence in the corresponding module. It is also possible to have the platform automatically identify certain standard elements (buttons, images, etc.) and associated actions (click, hover, etc.) of a web page and visualize their occurrence.
          
      2. Visitor recordings
         Customers can enable visitor records into the customer website by using our code snippet that allows TWIPLA to collect the information about the visitors' usage of the customer website for the customer via visitor records. The visitor records are made available to the customer and can be analyzed by the customer themselves.
          
      3. Heatmaps
         An aggregated form of data captured through the Visitor Records feature can be provided to the customer in the form of "heat maps". The customer can activate a heat map for a page of its customer website and subsequently receive aggregated information regarding mouse movements, clicks and scrolling activities that took place on this page, based on the website visits recorded over a certain period of time.
          
      4. Conversion funnels
         Allows customers to more accurately track the conversion behavior and rates of visitors to the customer's website. Different pages of the customer's website can be correlated to see where visitors to the customer's website are leaving predefined processes. This feature can help to check where important processes are abandoned by visitors and optimize the processes that are most important for the customer website.
          
   3. Main module “visitor communication”
      The module provides the customer - depending on the selected privacy mode in the website settings - with the following information or functions:
       
      1. Polls
         The functionality allows customers to place a separate window within their own customer website, in which questions or statements are presented to a website visitor, to which he can express himself freely or by clicking on a predefined answer. When creating a poll, it is possible to specify whether it should be displayed only on certain pages of the customer's website or only to certain groups of visitors (location, browser, etc.). There are certain possibilities to individualize the presentation form of a vote within the customer's website (color, position, etc.). The customer can access certain predefined question types (multiple choice, long text answer, slider, etc.) when creating a poll. Website visitors can voluntarily participate in these polls or close them. All responses to polls are automatically statistically processed and visualized for the customer within the platform.
          
      2. Surveys
         Die Funktionalität erlaubt es Kunden, auf einer separaten URL (automatisch durch die Plattform generiert) einen Fragenkatalog zu platzieren, den er mit anderen Personen teilen kann. Der Kunde kann Fragen frei definieren sowie Antwortmöglichkeiten vorbestimmen. Bei der Erstellung einer Umfrage existieren gewisse Individualisierungsmöglichkeiten hinsichtlich der Darstellungsform (Farbe, Logo, etc.). Der Kunde kann bei der Kreierung einer Umfrage auf gewisse vordefinierte Fragetypen (Multiple-Choice, Lange Textantwort, Schieberegler, etc.) zugreifen. Personen, an die eine solche Umfrage-URL geschickt wurde, können an dieser freiwillig teilnehmen. Alle Antworten auf umfragen werden automatisch statistisch aufbereitet und für den Kunden innerhalb der Plattform visualisiert.
          
   4. Main module “Further tools”
      The module provides the customer - depending on the selected privacy mode in the website settings - with the following information or functions:
       
      1. URL-Shortener
         The feature provides customers with a simple, effective and secure tool to transform longer URLs into more visually friendly short links that are easier to remember.
          
      2. Privacy Sticker Generator
         The generator allows the customer to generate a customizable privacy sticker and incorporate it into their own website to indicate to their visitors that they are using a data collection tool that places a particularly high priority on privacy. The customization options include the customization of the following sticker attributes:
         • Basic format
         • Background color
         • Border thickness and color
         • Integrated sticker icon
            
   5. Main module "Website settings”
      The module provides the customer - depending on the selected privacy mode in the website settings - with the following information or functions:
       
      1. General settings
         • ​​​​​​​IP anonymization
         • Reset data
         • Whitelisting of elements and keystrokes
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      2. Subscription settings
         In this view, the customer can maintain his invoice information and his selected payment method for the selected website. In addition, the customer receives an overview of all his invoices and can download them.
          
      3. Tracking code
         The customer can view his website-specific tracking code here, which he must integrate in the source code of his website so that the platform can start collecting data smoothly. The customer can also check here whether the tracking code has been embedded correctly in the source code.
          
      4. Module specific
         Here the customer has the option to select a module that offers additional settings and can set it up based on their individual needs or the available options.
          
      5. Privacy Center
         This section enables the customer to select between different privacy modes for their website visitors. The customer can use a slider to set the privacy mode for the selected website that suits their needs. The stricter the customer sets the privacy mode, the less information will be provided to him about his website visitors.
          
      6. Special pages
         This function allows the customer to create or maintain the following special pages:
          
         • Conversion pages: the customer can define pages of his customer website as conversion pages. For all visits recorded on defined conversion pages, a conversion is counted and displayed in the platform. 
         • Dynamic pages: the customer has the possibility to group pages of his customer website that are identical or similar but have different dynamic parameters in their URLs (e.g. yourdomain.com/thank-you/{order-id}).
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      7. Import
         The customer has the option to import their historical "Google Analytics" data into the platform.
          
      8. Export
         The customer can export parts of the statistical data of a customer website, for free use. The following information is included:
          
         • Location of the visitors
         • Visitors' devices
         • Visitors' operating systems
         • Visitors' browsers
         • Visitor paths on the customer website​​​​​​​
            
   6. Main Module “Account Settings”
       
      1. Account data
         Here the customer can maintain his personal data or company data. He is also given the option here to delete his account and all associated data/websites.
          
      2. Administration account web pages
         Here the customer gets an overview regarding all websites his account is connected to (either as administrator or as other contributor). Website-specific information such as page visits, conversions, current price package, whether whitelabel is active or the account's own role can be viewed.
          
      3. Whitelabel
         This feature allows the customer to customize the platform in its presentation form for linked websites. He has the possibility to create an individual theme that can consist of a customized logo, font, colors and URL. This defined theme can then be applied to linked websites for which the customer account acts as an administrator. Contributors to a website for which the individual theme has been activated will then see the corresponding customizations within the platform after login.
          
      4. Commission
         Commission payments exist in the context of the whitelabel feature. Customer accounts that have activated at least a certain price package for linked websites receive a percentage of the package price back in the form of a commission. More information on this can be found at https://www.visitor-analytics.io/.
          
      5. Invoices
         Here, the customer will find invoices for any booked price packages regarding platform usage across accounts and websites.
          
      6. Privacy consents
         Overview of all possible account-specific data protection consents as well as the status of the respective consent of the customer account.
          

1. ​​​​​​​Free edition
   The Free Edition allows Customer to access the Platform so that TWIPLA can collect information for Customer through the Platform about how visitors use Customer's website, as described at https://www.visitor-analytics.io/​​​​​​​. This information is collected through the Platform, analyzed and made available to Customer in Customer's account on the Platform.
   
   Fee structure: Free use with no fees.
    
2. Premium Edition
   The Premium Edition enables Customer to access the Platform so that TWIPLA can collect information for Customer via the Platform about how visitors use Customer's website, as described at https://www.visitor-analytics.io/. This information is collected via the Platform, analyzed and made available to the Customer in the Platform's Customer Account.
   
   Fee structure: In order to benefit from the advanced features of our Premium Edition, the customer can select one of the Premium Packages (as shown here https://www.visitor-analytics.io/en/pricing/) and, after activating the service, pay directly via the platform using the payment methods offered.
   
   All Premium pricing packages as well as their included features can be accessed here https://www.visitor-analytics.io/en/pricing/.